Lead Customer Success Manager - APAC

Dragos; United States; Remote; USD 125,000 - 153,000; Full time

Benefits offered by this job

Competitive Equity Package

Comprehensive Benefits Plan

Job summary

Dragos, a global leader in OT cybersecurity, seeks a Lead Customer Success Manager for APAC. You will guide post-sales engagements, drive onboarding and adoption, and align Dragos offerings with customers' security and operational goals.

Collaborate with sales, TAC, services, and support to deliver measurable outcomes. Expect remote-first collaboration across North America, Europe, the Middle East, and APAC, with travel up to 25%.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management.
• Excellent communication, presentation, and relationship-building skills.
• Comfortable working independently in a remote-first environment.
• Proven ability to manage complex customer relationships and influence key stakeholders.
• Understanding of cybersecurity and how that translates business level outcomes.
• Strong executive presence, written, and verbal communications skills.
• Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is preferred.
• Willingness to travel 25%.

Responsibilities

• Serve as the primary post-sales point of contact for customers in the APAC region.
• Drive successful onboarding, implementation, and adoption of Dragos solutions.
• Establish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes.
• Own customer success plans and conduct regular business reviews to assess value realisation, promote advocacy, and identify expansion opportunities.
• Account and Churn Risk Management: Own customer management (directly for certain segments), customer retention and health metrics, ensuring proactive engagement, value realisation, and commercial and technical risk identification, to minimise churn (GDR) and increase expansion velocity (NDR).
• Regularly maintain SFDC and other systems of record with detailed notes including proactive development and execution of success and at-risk account recovery plans.
• Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experience.

Skills

Customer Success

Account Management

Cybersecurity

Enterprise SaaS

Remote Work

Job description

At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people areimmediatelyat risk. We are the global leader inxOTcybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understandwhat isat stake. Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.

About the Role

As the Lead Customer Success Manager (CSM) for APAC, you will serve as a trusted advisor to our clients throughout their journey with Dragos. You’ll play a pivotal role in driving adoption, ensuring satisfaction, and aligning our solutions with the customer’s operational and security goals. You’ll work with sales, technical account managers, resident engineers and solution architects to leverage positive business outcomes to promote operationalisation and prove the value of all Dragos offerings.

Responsibilities

• Serve as the primary post-sales point of contact for customers in the APAC region.

• Drive successful onboarding, implementation, and adoption of Dragos solutions.

• Establish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes.

• Own customer success plans and conduct regular business reviews to assess value realisation, promote advocacy, and identify expansion opportunities.

• Account and Churn Risk Management: Own customer management (directly for certain segments), customer retention and health metrics, ensuring proactive engagement, value realisation, and commercial and technical risk identification, to minimise churn (GDR) and increase expansion velocity (NDR).

• Regularly maintain SFDC and other systems of record with detailed notes including proactive development and execution of success and at-risk account recovery plans.

• Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experience.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management.

• Excellent communication, presentation, and relationship-building skills.

• Comfortable working independently in a remote-first environment.

• Proven ability to manage complex customer relationships and influence key stakeholders.

• Understanding of cybersecurity and how that translates business level outcomes.

• Strong executive presence, written, and verbal communications skills.

• Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is preferred.

• Willingness to travel 25%.

Compensation

• Salary: A$ 200,000.00

• Competitive Equity Package

• Comprehensive Benefits Plan

#LI-BR1 #LI-REMOTE

Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.